Cannot upgrade

[MarchieJacks]

Hi all,

I am getting a message that I am not eligible to upgrade my device - I'm coming up to the end of my 24 months after which I can swap for no cost, but my phone was stolen recently and I've just had it replaced by my insurance company.

Do I just need to inform Sky that I have a new device, or will I not be able to swap at all now as I no longer have the device they originally supplied?

I'd be grateful for any insight.

[caesarome]

If you didn't do this when it was stolen (as they would have blocked it) then I would inform now so they can still block it. 150 is the free number to use to do this.

[MarchieJacks]

Sorry I wasn't clear - my old device was blocked. I now have a replacement device. My question is do I just need to tell Sky I have a replacement device that I can swap (as as far as they know I currently have no device at all, so nothing to swap), or does having the handset replaced mean I can never swap it for a new one, as it wasn't the one they originally gave me.

[caesarome]

I'm not sure you would be able to return this replacement phone to Sky as it wasn't from them originally but you could always check this with them to see what they say.